Surface Pro 11 Keyboard Not Responding when Turning off at Night and Turning on the Next Day

Anonymous
2024-07-22T16:37:34+00:00

I have a Surface Pro 11 where the keyboard will not respond when turning it off at night and turning it back on the next morning. The only way I have found to get it to respond is to unmount and mount keyboard. It will not occur when putting it in sleep mode overnight. It will not occur when turning the tablet off and back on when not sitting overnight. I have checked for updates. I have tried cleaning the contacts.

I have contacted support through the Surface app doing a chat session. I was transferred to 4 different departments. More time was spent transferring me then resolving the concern. Yes, the concern was never resolved. The last transfer was to the business department because although I purchased both the Surface Pro and keyboard online through retail channels support says the keyboard is a business keyboard. I haven't heard back from business support yet. I don't know if they will tell me that since the Surface Pro is retail so they will not be able to help me. Another remedy was to reinstall the recovery software but there would be no guarantee the problem would be resolved. I declined since I spent hours installing all my apps.

I also contacted CoPilot but it had the usual remedies. I do not want to mount and unmount the keyboard every day to use it. The Surface Pro and keyboard is still within the return period.

Surface | Surface Pro | Performance and maintenance

Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.

0 comments

52 answers

Sort by: Most helpful
Most helpful Newest Oldest
  1. Anonymous
    2024-08-11T03:15:26+00:00

    I have the same problem. I've had the Pro with the standard keyboard for about 3 weeks. I habitually put it in Hibernate mode using the power button (a historical habit) and then fold the keyboard over. Often, but not always, I have the unresponsive keyboard problem described above on restart.

    Another curiosity: Device Manager shows five "Surface HID Keyboard" entries under the Keyboards node. Is this normal?

    The "Location" in the General property page varies. In order:

    • on Surface Button VHF HID Device
    • on Surface Button Converted Portable Button Device
    • Location 2
    • Location 1
    • on Surface Button Converted Portable Button Device

    In the Events tab they were configured on different dates: 1, 2, and 5 long before the device was shipped to me, and 3 & 4 when I first connected it.

    It seems several people have reported exactly this issue in recent weeks. We can't all have bad keyboards?

    Was this answer helpful?

    0 comments
  2. Anonymous
    2024-07-30T18:25:35+00:00

    I have the non Bluetooth surface pro keyboard bought brand new from Microsoft. I've used Surface pros for many years, and am pretty sure this is a driver issue. To save our poor planet from needlessly shipping keyboards all over the place, I'll just deal with removing and replacing keyboard to give you guys time to fix this issue. If it still doesn't work in 60 days then I'll return.

    Thank you

    Was this answer helpful?

    0 comments
  3. Anonymous
    2024-07-30T14:59:16+00:00

    Well. I was ready to return the keyboard and get a replacement. Someone from consumer support reached out to me via private email to ease the exchange of the keyboard. I guess they have been monitoring this forum or communicating with the moderators. I really appreciate this extra effort from support. That said, I just received an email from Microsoft business support and this is what they emailed me back. Now, I don't know what to do. I have all the latest updates installed. I have been checking daily for updates.

    From Microsoft business support:

    Thank you for providing this important information. After reviewing your case with our engineering team, we have determined that the issue is isolated to the keyboard and not the tablet. We recommend installing the latest Windows Updates via the Surface app, as this may resolve the issue. If the problem persists, the best solution is to continue attaching and detaching the keyboard from the tablet to restore functionality.

    Was this answer helpful?

    0 comments
  4. Anonymous
    2024-07-30T11:47:18+00:00

    Thank you for doing the actual test. Although not the same equipment, I will return the keyboard. I have the Snapdragon® X Plus (10 Core), with LCD display with the above keyboard. There might not be a resolution on my end being I will be returning the keyboard and may not repurchase another keyboard. The only way I could get a replacement was to get a refurbished keyboard. If I wanted a new keyboard I had to return the old one and repurchase another one since I was still within the 60 day period. The way I understood it, the same conditions occur when getting another Surface Pro. If you are out of the 60 period you are getting a refurbished Surface Pro. This is what was explained to me by sales and support. If the new keyboard did the same thing again and I had to have the Surface Pro replaced, I would be outside of the 60 day return period.

    Was this answer helpful?

    0 comments
  5. Anonymous
    2024-07-30T06:34:59+00:00

    Hi stocktiki,

    Could you please clarify here which keyboard you are using?

    If you're using the flex keyboard that came out at the same time as the Surface Pro 11, we've indeed received some feedback from users claiming that the flex keyboard may become unresponsive to wake host from sleep, The only advice that can be provided for the time being is to check for firmware updates that are available through the Surface app, and if so, do not hesitate to install them and confirm whether the issue will reappear after the firmware update.

    But if you're using a Surface Pro Keyboard, you might want to send it to the Surface support team for them to check. Or refer to my previous reply, if you are near a store where Microsoft products are sold, please bring your Surface and keyboard and test with the help of a clerk to confirm whether this is a keyboard fault or a Surface fault.

    Best Regards,

    Mitchell | Microsoft Community Support Specialist

    Was this answer helpful?

    0 comments